Nuclear Waste Services has an exciting opportunity for a IT Service Desk Coordinator to join our team hybrid or remote working across the UK
This role ensures that employees receive prompt and effective IT Support. You will be the first point of contact for technical issues. Being able to communicate and articulate effectively to understand the problem is essential to be able to triage appropriately and help provide solutions, provide good customer service and enhance our operational efficiency.
Roles and Responsibilities
- This role is to split between the service desk and Business World system administration support
- Be the first point of contact for the NWS user base for Business world and IT services, ensuring the incidents are passed to the correct resources
- Managing and responding to incoming incidents and requests, via telephony, email, IM, and ServiceNow.
- Administration support of the departmental mailbox and assign incidents the Operations team support engineers
- Provide prompt, accurate and clear job allocations to the Service Operations team
- Assist with the triage of incidents to ensure effective resolution times
- Contribute to the provision of a resilient support and coordination service to assist the NWS user base for requests, issues, and escalation.
- Provide clear, concise, and regular communications to the NWS User base, provide escalations when needed and gather feedback from closed incidents
- Produce KPI reports on actual targets vs the agreed SLA’s and produce trends
- Assist with user escalations to ensure resolutions are provided as soon as possible
- Review SLAs with the service operations team and assist with providing feedback, resolutions, and improvements
- Establish and maintain strong working relationships within the NWS User base and third-party support partners.
- Manage user feedback and ensure any lower satisfaction are followed up and improvement points recorded and discussed in the Operations team meeting
- Assist with the management of User catalogue requests for all IS&T requirements
- Assist with the System Administration module of Business World covering new starters, leavers and user amendments, creation of user ID’s, maintaining user roles, password administration, creation of attributes and relations as well as management and population of User Workflow roles.
- Manage and report on system access for Staff, ASW and CSW to ensure they have the correct access to be able to complete their roles correctly and without causing conflict of interests or increasing the risk of financial fraud.
- Creation and maintenance of data control within Business World.
- Provide Fault resolution support to the company for Business World related issues including the tracking and management of tickets raised with Business World Support
Experience Required
- Demonstrable experience of working in an IT environment or similar IT Support role.
- Good understanding of IT support services and ERP Knowledge
- Ability to demonstrate fault resolution and reporting for computer based
- Ability to deliver training / coaching on ERP system
- Effective Business Stakeholder Management at all levels of the organisation, with effective communication (both verbal and written), and the ability to articulate and simplify Service principles for Business consumption.
- High level of energy and drive for results - able to prioritise and work with rigour to a high quality.
- Ability to hold a UK SC Clearance.
What is in it for you
- On appointment to NWS you will receive 25.5 days annual leave, plus bank holidays and you can accrue up to 13 extra days leave
- Rewarding performance (annual bonus scheme)
- We offer a generous pension scheme through CNNP
- Learning and development support
- Payment of relevant annual professional subscriptions
- Employee Assistance Programme
- Financial advice assistance
- Flexible working
- Extended family-friendly policies
- Cycle to work scheme
- We welcome flexible and agile working practices
- Flexible working requests can be submitted from day 1 of employment
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